Position Overview:
We are looking for an Operations Strategy Associate to join our team and work directly with the Operations Leader on process improvement and digital lending operations. This is a hands-on role that covers data analysis, workflow design, and internal tooling, all aimed at making our operations run more efficiently and consistently.
The ideal candidate has built a solid foundation in operations and is ready to take ownership of real improvement work. You will be involved in process design, building smart ops tools, and producing data-driven reports that give leadership clear visibility into how the business is performing.
Key Responsibilities:
- Strategy Support: Work with the Operations Leader to develop and maintain operational strategies that align with overall company direction.
- Process Design: Review, document, and improve end-to-end workflows covering ticket handling, escalation routing, and verification processes using SOPs, Work Instructions, and Checklists.
- Data Analysis: Gather and analyze operational data from backend systems to identify bottlenecks, trends, and areas for improvement.
- Smart Ops Development: Support the design and build of internal tools including dashboards, automated reports, and workflow automation.
- Reporting and Insights: Produce regular KPI dashboards and performance reports that give leadership clear and actionable information.
- Project Coordination: Help plan and track operational improvement projects from start to finish, coordinating with relevant teams and keeping timelines on track.
- Quality and Compliance: Make sure operational activities follow internal guidelines and regulatory requirements, and keep documentation accurate and up to date.
- Stakeholder Engagement: Coordinate with internal teams including Product, Data, and the Vyvr Call Center as well as external partners to address system issues, track SLAs, and manage escalations.
Qualifications:
- Bachelor's degree in Business Administration, Operations Management, Information Systems, or a related field.
- 2 to 5 years of experience in operations, process improvement, or digital operations. Background in financial services or digital lending is preferred.
- Comfortable working with data analysis and visualization tools such as Excel, Google Sheets, Looker Studio, or similar BI platforms. Able to build useful dashboards from raw data.
- Experience writing SOPs, Work Instructions, or similar process documentation. Familiarity with CRM or workflow tools is a plus.
- Strong analytical thinking with the ability to break down problems and present findings in a clear and straightforward way.
- Good written and verbal communication skills with the ability to work across both technical and non-technical teams.
- Able to handle multiple tasks at once in a fast-moving environment and take initiative without waiting to be told what to do.
